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FAQs

What is the Authenticity Guarantee?

eBay’s Authenticity Guarantee is a service designed to protect sellers and allow buyers to shop with confidence. Our authentication team physically inspects all eligible items before they are posted to buyers, as well as all returns before sending them back to sellers.


Authenticity Guarantee is available on sneakers in new and used condition, listed in the Men’s or Women’s Trainers, Unisex Kids’ Shoes, Girls’ Shoes, Boys’ Shoes or Baby Shoes categories. These are also sold via Fixed or Auction Listings, for £100 or more (excluding postage) for all models from certain brands, or under £100 (excluding postage) at selected price points for certain models and brands. For further details see below.


Check your listings for the “Authenticity Guarantee” badge to see if your listings are eligible. See below for more information on item eligibility.


How does Authenticity Guarantee work?

The “Authenticity Guarantee” badge is applied to the listings of all eligible items. When an eligible item is purchased, the seller will send it directly to our expert authenticators. The authenticator thoroughly inspects the item before sending it to the buyer.


Will I be charged an additional fee for Authenticity Guarantee?

There is no additional fee for the Authenticity Guarantee. That means as part of the Authenticity Guarantee service, we’ll cover the cost of authentication.


Which selling fees will I pay?

Which selling fees will I pay?

For information on seller fees, please see our help pages:

1. Fees for private sellers

2. Fees for business sellers

What happens after the authenticator partner receives the sneakers?

After our authentication team receives the item, they will confirm the item and accessories are consistent with the listing title, description and images. The authenticators will then perform a multi-point physical authentication inspection. Finally, an eBay Authenticity Guarantee tag will be attached and programmed with the unique details of the shoes.


Which items are eligible for the Authenticity Guarantee?

Authenticity Guarantee is available on sneakers in new and used condition, listed in the Men’s or Women’s Trainers, Unisex Kids’ Shoes, Girls’ Shoes, Boys’ Shoes or Baby Shoes categories and sold on ebay.co.uk for:

Price:

£100+: £100 and over (exclusive of postage) for all models from the below brands.

Under £100: select price points under £100 (exclusive of postage) for select models from the below brands. Price points are subject to change. See below for brand/model details.

Brands: Yeezy, Jordan, Nike, Adidas, New Balance, Asics, Vans, Reebok, Converse, Puma, Balenciaga, Gucci, Chanel, Prada, Maison Margiela, Louis Vuitton, Crocs, Off-White, Fear of God, Dior, Y-3, YEEZY SEASON, A Bathing Ape, Versace, Visvim, Golden Goose, Rick Owens, Alexander McQueen, Alexander Wang, RHUDE, Saint Laurent, Christian Louboutin, Dolce & Gabbana, Fendi, Burberry, Valentino, Buscemi, Giuseppe Zanotti, Givenchy, MCM Salomon, Hoka, On Running, Vivienne Westwood, Lanvin, Ermenegildo Zegna, Salvatore Ferragamo, Maison Kitsune, Junya Watanabe, Fila, Saucony, Li-Ning, Diadora, Mizuno, Common Projects, AMIRI, Android Homme, Axel Arigato, Balmain, Bottega Veneta, Comme Des Garcons, Dsquared2, HERMÈS, HUGO BOSS, KangaROOS, KENZO, Lacoste, MALLET, Moncler, Moschino, Onitsuka Tiger, Palm Angels, Philipp Plein, Raf Simons, VETEMENTS, Isabel Marant, Jimmy Choo, Stella McCartney, Clints and MSCHF.

Models:

£100+: all models from the above brands

Under £100: select in-demand models (subject to change) from the above brands.

Items that are eligible for Authenticity Guarantee may change from time to time, for example, we may add new brands, models and price points and we may do this without prior notice to you. If it is currently eligible, you will see a blue tick next to the listing.

See terms and conditions for further details on eligibility criteria. Only listings from sellers activated in managed payments are eligible. Items specified as “Customised” are currently not eligible for authentication.

Further, only items purchased on eBay.co.uk are eligible for Authenticity Guarantee. Items that post to a buyer address outside the UK are not eligible for the programme. 

For further details learn more about Authenticity Guarantee Terms & Conditions.

Are used sneakers eligible for the programme?

Yes, used sneakers are eligible for Authenticity Guarantee, as long as all other eligibility criteria are met.



I sell eligible items on eBay now, do I need to do anything?

In order to properly protect you and the buyer, our authentication process will be more stringent about how items are described, and the item condition selected. You should review your items listed in the Men’s Trainers or Women’s Trainers, Unisex Kids’ Shoes, Girls’ Shoes, Boys’ Shoes or Baby Shoes categories to double check that you have accurately described and depicted the item, including photos of any defects or cosmetic imperfections of the sneaker, the box and accessories.

How do I know if my listing is eligible for eBay's Authenticity Guarantee programme?

Make sure you accurately describe and photograph your item and follow steps 1-3 set out below. 

  1. Meet the eligibility requirements. For further details learn more about Authenticity Guarantee Terms & Conditions.
  2. Select the appropriate Item Condition when you list your sneakers for sale (please make sure this is accurate to avoid your item not passing the authentication process and being returned to you).
  • New with box” A brand-new, unused, and unworn item in the original packaging (such as the original box). If using stock images or screenshots, all original accessories (laces, keychains, bags, etc.) must be included. If taking your own photos, everything pictured will be assumed included.
  • “New without box” A brand-new, unused, and unworn item that is not in original packaging or may be missing original packaging materials (such as the original box). For example, new shoes (with absolutely no signs of wear) that are no longer in their original box fall into this category.
  • “New with defects” A brand-new, unused item. Possible imperfections range from colour variations to scuffs, cuts or nicks that occasionally occur during the manufacturing or delivery process. This also includes natural yellowing due to age. The item may be missing the original packaging materials or accessories (such as the original box or laces). New factory seconds and/or new samples may fall into this category. Ensure all defects are photographed and noted in the description.
  • “Used” An item that has been used, worn or shows signs of wear to the outsole, insole, and/or lining of the shoe. The item may be missing the original packaging material or accessories (such as original box or laces). Ensure all wear is captured in the photos and noted in the description.

3. Accurately describe your item in detail and take as many photographs as needed. Ensure that you capture any defects, including tears in the box and any anomalies on the shoe, etc. If using stock images or screenshots, all original accessories (laces, keychains, bags, etc.) must be included. If taking your own photos, everything pictured will be assumed included. Accurate documentation and photographs will ensure your item can flow through the authentication process smoothly.


How can I confirm my item qualifies for Authenticity Guarantee?

A blue tick with “Authenticity Guarantee” will automatically appear on your item's listing page. Upon making a sale, you can also check your order details in the Seller Hub sold section. If eligible, you will receive a confirmation email indicating your item was sold with the Authenticity Guarantee and the delivery address will be our authentication facility.

API sellers will see indicators on order management APIs for orders that qualify for Authenticity Guarantee and eBay delivery. Further information for sellers integrated with APIs can be found here.


What if I list my sneakers for £100 and accept a Best Offer below £100. Will it be eligible for Authenticity Guarantee?

Yes. If your item is an eligible item, it will be eligible for the Authenticity Guarantee and you will send it to the authentication facility at the address provided for inspection. Items with a Buy It Now price of £100 or more with either auction format or Best Offer are also eligible. Sneakers from select brands and models may become eligible for Authenticity Guarantee when sold at a Buy It Now price below £100 with either auction format or Best Offer, such price points are subject to change. Please check your listing when it sells and if your item is eligible for Authenticity Guarantee, you will be posting it to the Authenticity Guarantee facility.


How do you determine Authenticity Guarantee eligibility for auction-style listings?

All auction-style listings that:

  1. Contain any model from the above selected brands that sell for over £100 are eligible for Authenticity Guarantee, regardless of the starting price; and
  2. Contain selected brands and models that sell for under £100 are eligible for Authenticity Guarantee. Please keep an eye on your listings as some listings under £100 may be eligible for the Authenticity Guarantee. If it is, you will see a blue tick next to the listing.

I noticed my item was eligible for Authenticity Guarantee when listing, but it didn’t sell with Authenticity Guarantee. Should I still send my item to the authentication facility?

Items eligible for Authenticity Guarantee may not always sell with Authenticity Guarantee. Some of the eligibility criteria are fulfilled by the buyer at checkout. For example, the buyer delivery address and payment method. Eligibility criteria for Authenticity Guarantee is also subject to change, in particular, the inclusion of some brands and models for sneakers which are under £100.


Why are eBay now including some sneakers under £100 in Authenticity Guarantee?

To improve your experience, we’re expanding Authenticity Guarantee to include select in-demand models from certain brands for price points under £100. eBay may change which sneakers are included as well as price points, from time to time, depending on demand. If your item sells with Authenticity Guarantee, you will be asked to post it to the authentication facility.


Who is providing the authentication service?

Our eBay authentication team provides the service. The team are professionally trained authenticators who thoroughly inspect and verify sneakers at a state-of-the-art facility to ensure a high standard of service for eBay users.


How do I track the status of my item?

You can track the status of your item throughout the process in the View Order Details section of your Seller Hub.


What is the estimated delivery time for Authenticity Guarantee items?

Our expert authenticators inspect the item within two business days after they receive it. Following inspection, the item will be sent to the buyer within 2 business days of leaving the facility.


What should I do if I need to cancel the order?

If you can't complete a sale with a buyer, you can cancel the order by locating the sale in the “My eBay” tab and following the cancellation process. The buyer will be notified of the order cancellation immediately. Learn more about cancelling an order.


Can buyers return items purchased with Authenticity Guarantee?

Buyers can return an item if the seller accepts returns, as stated in the listing, and the return takes place within the seller's return window, or in the unlikely event the item is ultimately found to be not as described. Please note that business sellers, and consumer sellers, are required to offer certain types of returns in the UK. Learn more about handling return requests.


How does the return process work with Authenticity Guarantee?

When a buyer decides to return in accordance with the seller's return policy or if the item is not as described, they will be instructed to send the item back to the authenticator. Your return policy determines whether you or the buyer pays for postage costs back to the authenticator. Within two business days of receiving the item, the authenticator will check to verify that the returned item matches the authenticity and condition in which it was originally sent to the buyer. If the shoes pass the authenticity and condition inspection, the buyer will be refunded and the item will be returned to you  via a free tracked delivery service. If the item's authenticity cannot be verified, sellers will cooperate with removing the item from marketplace circulation.


Why would my item be returned to me by the authenticator?

Your item will be returned if the item condition is not consistent with your photographs and item description. You will not be charged for the cost of posting the return and a refund will be issued to the buyer immediately. If the item's authenticity cannot be verified, you will cooperate with removing the item from marketplace circulation.


Why is eBay giving me a free delivery label?

eBay delivery labels create more consistency in pricing and delivery times for both buyers and sellers. Where applicable for Authenticity Guarantee items, sellers can easily print a free eBay delivery label and drop off an item at a nearby DPD drop off location. After you pack your item securely, print the free DPD delivery label and stick it to your package. (You’ll need to log in to ebay.co.uk to take advantage of this new feature. Your free label will be available in My eBay or the Seller Hub). Orders shipping through eBay’s Global Shipping Program will also receive a free label, though please note that these items would not be eligible for Authenticity Guarantee.

Why have I not received a free delivery label?

eBay delivery labels are not available for items located in an excluded postcode (for example a postcode in Northern Ireland or the Channel Islands, for full details see below), or on orders £75,000 and above. eBay will provide you with the address of the authentication facility, along with the buyer’s name and an eBay authentication code in the format 'ebay:xxxxxxx'. Be sure to use the exact delivery address eBay provides, including the authentication code, as the authenticators need that to process your order. If eBay delivery doesn’t apply (for example if your item is located in an excluded postcode, see further details below) or you decide to send your items to the authentication facility without using the label provided by eBay, you should ensure that you post the item with appropriate insurance coverage, and signature confirmation is required for items that are valued at £450 or more. Once your shoe is verified and authenticated, it will be forwarded on to the buyer’s address at no extra cost to you. We’ll be rolling out eBay delivery labels to more sellers, so please keep an eye out for updates!

Which postcodes are currently excluded for eBay delivery labels?

eBay delivery labels are not available for items located in the following postcodes: BT, FK20, GY, HS, IM, IV41 - IV56, JE, KA27 - KA28, KW15 - KW17, PA20, PA38 - PA78, PH33, PH36 - PH44, TR21 - TR25, ZE, ZZ 

How do I start benefitting from the free delivery label and additional protections now?

Where applicable, to take advantage of the free delivery labels and protections, all you need to do is revise your existing Authenticity Guarantee-eligible sneaker listings. This won’t take much time, and you only need to do two things: remove any references to delivery services or free delivery from your listing titles, and check that your domestic delivery service is set to eBay delivery powered by DPD.

I don’t have a printer, how do I send my item?

If you don’t have a printer, don't worry! eBay delivery gives you the option to print your labels at your local DPD drop off point for no extra cost. Simply take your digital label/QR code to your nearest DPD shop you can print and attach your eBay delivery label to your parcel at the store.

With over 7,000 DPD drop off points that offer print-in-store capability, you'll always have a convenient location nearby to quickly and effortlessly send your parcels without the hassle of needing a printer. Find a DPD drop off point.

I’m a Seller integrated with APIs

If you’re currently fulfilling orders and creating delivery labels via APIs, you’ll need to log in to ebay.co.uk to take advantage of this new feature. Your free label, where applicable, will be available on My eBay or the Seller Hub.

Additionally, there are other changes impacting APIs—such as a new handling time requirement, new notifications, and more. Further information for sellers integrated with APIs.

Do I have to use this eBay provided label?

No, but you will have to pay for an alternative delivery service, if that is your preference. When you use an eBay delivery label as part of eBay delivery, tracking details are automatically sent to your buyer and your shipment is covered in the event it's damaged or lost in transit.

Can I change the delivery service or add additional delivery options?

At this time, you can't change the domestic delivery service or add additional domestic delivery  options for orders sent through eBay delivery. For international delivery, you need to specify your delivery service.

Can I offer free local collection?

Local collection is not an option for Authenticity Guarantee listings because items need to go through eBay’s authentication process.

API sellers will be required to provide at least 1 delivery option while creating listings. Further information for sellers integrated with APIs can be found here.

How can I print a packing slip?

After you create a delivery label, you can print a packing slip from the delivery labels page. You can also print a packing slip in My eBay or the Seller Hub.

How long do I have to dispatch my item?

For items that qualify for an eBay delivery label, sellers can choose a handling time of 3 business days or less, but you should aim to dispatch your item within 2 business days. Once a buyer has paid, you should dispatch the item to eBay’s authentication facility within your stated handling time.

What if I dispatch the item after the “dispatch by” date?

To meet the handling time in your listing, remember to dispatch the item on or before the "dispatch by" date. If you have missed the “dispatch by” date, please proceed to send the item out as soon as possible.

I used to be able to select handling time longer than 3 business days, but can’t anymore. Why?

We want to provide a consistent experience for our buyers. Since eBay is providing the delivery label, we ask that you limit handling time to 0-3 business days and aim to dispatch your items within 2 business days to ensure that buyers receive their order quickly and we are able to estimate their delivery date accurately.

Is there a weight or size limit for my items?

Please ensure the box is under the maximum weight of 20kg and maximum dimensions of 60 x 60 x 60 cm, with no 2 sides exceeding 1.2m combined.

Can I offer combined delivery?

Authenticity Guarantee items will not be eligible for combined delivery promotions since each authenticated item is split into a separate order for processing. Please dispatch all orders individually.

Can I use the same free delivery label for all the sneakers sold in a single order?

If the buyer purchased more than one pair of the same sneakers, these will come through in a single order. You should be able to fit them in one box and send it out with the free delivery label, as long as the box is under the maximum weight of 20kg and maximum dimensions of 60 x 60 x 60 cm, with no 2 sides exceeding 1.2m combined. If you need to use a second box, get an additional free label by choosing “Print another label” on the order.

Is signature confirmation required upon delivery?

For items that qualify for an eBay delivery label, you simply place the label on the item. If your item doesn’t qualify for an eBay delivery label (for example if your item is located in an excluded postcode in Northern Ireland or the Channel Islands, for full details see above) or you decide to send your items to the authentication facility without using the label provided by eBay, signature confirmation is required for items that are valued at £450 or more.

What are best practices when sending sneakers to the authentication facility?

After you’ve sold your item, it’s important to pack it securely, in the right type of packaging, to make sure it gets to your buyer in perfect condition. Here are some tips on packing your item:

1. Choose a container that’s slightly larger than the item, so you can cushion it with packing material on all sides.

2. Surround the item with cushioning, like compostable packing peanuts, so there’s no room for things to move around.

3. Use clear or brown packaging tape, eBay-branded tape, reinforced packing tape, or paper tape, which should be at least 2 inches wide.

4. Don’t use masking tape, cellophane tape, cord, string, or twine.

5. Tape the opening of the box and reinforce all seams and edges.

6. Clearly label the package and include a return address.

7. If you’re reusing a box, remember to cover any previous labels and cross out any previous addresses with a black marker.

8. You can also print a packing slip and include it in your package when you print  your label.

How do I provide tracking information?

Tracking details are automatically uploaded and sent to your buyer when using a free eBay delivery label. If you are NOT using a free eBay delivery label, once you've sent the item, you'll need to upload tracking information through “My eBay”. Providing tracking information will enable you to track your item to the authentication facility and you'll be covered by seller protections. It also allows buyers to track the progress of their purchase through each step of our authentication process.

What will happen if my item is damaged or lost while in the possession of the authenticator?

In the unlikely event your item is lost or damaged while in the possession of our authenticators, eBay will cover such loss or damage of the item. Should the item be lost or damaged before reaching the authenticator and a free eBay delivery label was not used, the seller is responsible.

What will happen if my item is damaged or lost in transit when the authenticator posts it to the buyer?

In the unlikely event your item is lost or damaged, please notify eBay Customer Support.

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